Navigate the Election Year in CX The election year of 2024 presents a unique set of…
Category: – Customer Service/Experience
How Generative AI is Changing Customer Service in Contact Centres
How Generative AI is changing customer service: challenges and opportunities in employment and efficiency for the…
Ofcom Fines BT £2.8m for failing its EE and Plusnet Customers
– EE and Plusnet – owned by BT – failed to implement new rules that help…
Unlock the Secrets of Customer Service Excellence
Unlock the Secrets of Customer Service Excellence: Who’s Winning and What’s Broken? Leigh Hopwood – Chief…
Taxpayers let down by Poor HMRC customer service
– HMRC’s telephone customer service is not delivering – average wait time of nearly 23 minutes…
Unlocking Customer Service Excellence Through Innovative Technology
Unlocking Customer Service Excellence in the contact centre through Innovative Technology – Joe O’Brien, Head of…
More Chat, Less Bots – Why a Human-First approach is best
More chat, less bots ~ Why a human-first approach is best for mobile customer service at…
Poor Customer Service Costs UK firms Billions
Poor Customer Service Costs UK firms Billions – so why can’t they get it right? Since…
Customer Service Standards slipping as Consumers turn their back on Chatbots
Customer service standards slipping as UK consumers turn their back on AI chatbots in the contact…
Your Call is Important To Us. Really?
We all work in the UK contact centre industry – we all know how it works…
Sweaty Betty Smashes Customer Experience Goals
Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio…
How Sutton Council Delivers on their Promise of Effortless CX
Building trust through technology: How Sutton Council delivers on their promise of effortless CX Sutton Council…
A Human Touchpoint is Still the Champion of Customer Service
A Human Touchpoint is Still the Champion of Customer Service, Gamma Research Reveals – SMEs buck…
Brits Rather Deal with Vermin Infestation than Contact Customer Services
Nearly one in five Brits would rather deal with a vermin infestation than contact customer services,…
How Can Excellent Customer Service Help Retain Customers?
How Can Excellent Customer Service Help Retain Customers? Enhancing Customer Experience Many businesses make the mistake…
11 Customer Service Trends to Delight Customers
Stale scones and lukewarm tea – that’s what often passes for customer service these days. But…
The Starbucks Effect in Customer Service
The Starbucks Effect in Customer Service – Can the contact centre learn from the Coffee giant…
How Utility Companies are Re-thinking their CX
How Utility Companies are re-thinking their CX in their contact centres – Keith Gait, MBA CCXP…
Nearly Half of Consumers Expect 24/7 Customer Service Support
Vonage Research Reveals Nearly Half of Consumers Expect 24/7 Customer Service Support, Nearly Three Quarters Will…